1. Service Windows

Pickups are completed anytime between 9:00 AM – 6:00 PM on the date scheduled by the customer in the booking form. Date and time windows are subject to availability.

Pickup window options are as follows:

•  Morning (9:00am - 12:00pm)

•  Afternoon (12:00pm - 3:00pm)

•  Late afternoon (3:00pm - 6:00pm)

If you have no restrictions or no preference, this can be chosen during the booking process and once we have an available date and time we will provide you with the window time. 

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2. Items & Drop-Offs

• Each One-Time pick-up includes up to 5 items and 1 drop-off location.

• Additional items are charged at $3 per item.

• Additional stops are charged at $12 each (same day, same route).

• Heavy Items – Packages weighing more than 30 lbs. requiring a hand truck to move will incur an additional handling fee of $15 per item. Please notify us when booking your pickup so we can plan accordingly.

• Oversized Items – Packages requiring two people to lift will incur an additional handling fee of $30 and are limited to one per pickup. Please notify us when booking if you have an oversized item.

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3. Pre-paid Packages & Subscriptions​​

• Pre-paid Packages and Subscription Pick-up Limits: For all Refund Runner pre-paid pickup packages and monthly subscription plans, each scheduled pickup includes up to five (5) eligible items or packages. Additional items can be added at check out for $3 each. This limit applies per pickup appointment and cannot be transferred, combined, or expanded beyond the stated allowance.

• Non-Rollover Policy:  Unused pickups within any pre-paid or subscription plan do not roll over into subsequent billing cycles. Additionally, unused item allowances for individual pickups do not carry over. For example, if a customer presents fewer than five (5) items during a scheduled pickup, the remaining unused item slots are forfeited and may not be accumulated, credited, or applied to future pickups. These terms ensure consistent service availability and proper scheduling across all customer plans. For monthly subscription plans specifically, if a customer does not use any of their included pickups during a billing month, those pickups are forfeited and do not roll over, accumulate, or apply to the following month.

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4. Add-On Services

• Packaging an item: If you have an item that must be "Customer Packed" and you'd like us to handle the packaging for you, you can select the "Package my Items for me" add-on at checkout by selecting the quantity of items to be packaged. Each item packaged will be charged at $4 each.

• Printing a label: If you have an item that requires a label for shipping and you'd like us to print the label for you, you can select the "Print my Label" add-on at checkout by selecting the quantity of labels to be printed. Each label will be charged at $2 each.

• Handle it All: If you'd like us to handle both the packaging of your item and printing of your label, you can select the "Handle it All for Me" add-on at checkout by selecting the quantity of items to be packed and labeled. Each package requiring packing and labeling will be charged at $5 each.

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5. Customer Responsibilities

• Customers must upload all required QR codes and/or shipping labels, along with a clear photo of each corresponding item or package being returned. This ensures we can accurately match each label to its item/package and avoid any processing delays. It is important that we receive all required information prior to your scheduled pickup to ensure the return is properly prepared and to confirm that no issues need to be addressed in advance. If any discrepancies arise, we will notify you immediately. 

• Refund Runner is not responsible for items submitted with incorrect or mismatched QR codes/labels. It is the responsibility of the customer to make sure the codes match the correct corresponding items.

• Refund Runner is not responsible for errors, invalid codes, or system issues generated by Amazon, UPS, FedEx, USPS, Whole Foods or other third-party platforms. 

• Items must be ready at the scheduled pickup window and safely packaged if required by the carrier. You will be contacted in advance with a time frame for pick-up. For package-less pickups requiring only a QR code, items must be in the original product packaging and re-sealed.

• If we arrive to pick up your packages and an item is not properly packed (ex. QR code says "Customer Packed") we will package the item for you and a $4 charge for each item packed will apply.

• The customer must be reachable at the phone number provided in case of issues at pickup or drop-off.​

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6. Undeliverable Packages

• If a package cannot be delivered due to an invalid or non-working QR code/label, or because store staff cannot process it:

  • Refund Runner will attempt to contact you immediately while in-store to resolve the issue.

  • If you are unreachable, we will continue to make multiple attempts to contact you within 24 hours to resolve the issue and re-drop off your package (at no additional charge) at another designated drop-off location along the driver’s route.

  • If you remain unreachable and have not contacted us within 24 hours of the first attempted drop-off, your package will be returned to you.

  • If you contact us after 24 hours and are able to resolve the issue regarding your code/label and would still like to have your package delivered/dropped off or returned to you, an additional drop off fee of $10 will be incurred. Once we receive payment of the additional fee your item will be added to the next available delivery route. Payment can be made via Zelle to refundrunner@gmail.com.

  • A Return Trip Fee of $10 applies for delivering the package back to the original pick-up location. Your item will be redelivered to you once this fee has been paid via Zelle or Venmo. 

  • Refund Runner will hold the package for up to 7 days after the originally scheduled drop-off. If you have not contacted us or have been unreachable after the failed delivery, if the re-delivery fee or additional drop off fee is not received within this time, and/or if no new delivery has been scheduled, the item will be donated to a local charity.

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7. Payment Terms

• Payments are due in full before service is rendered.

• Accepted payment methods: Zelle and Credit Card via Stripe (with a 4% processing fee).

• All payments are non-refundable unless cancelled at least 24 hours or more in advance of your chosen pickup window.

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8. Cancellations & Changes

• Cancellations must be made in writing (via text or email) at least 24 hours in advance of pickup.

• Same-day cancellations are non-refundable. 

• Pickups may be rescheduled one time without penalty, provided Refund Runner is notified within the required 24-hour time frame.

• Failed pickups (e.g., items not ready for driver) will be charged the full pick up fee. 

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9. Liability & Limitations

• Refund Runner acts solely as a courier for picking up and transporting packages to designated drop-off locations.

• Refund Runner is not responsible for:

  • Delays, errors, or lost packages once an item has been accepted by UPS, FedEx, USPS, Whole Foods, Amazon, or other carriers.

  • Carrier decisions regarding acceptance of packages.

  • Packages not eligible for return or beyond retailer return windows.

• Refund Runner’s liability is limited to the service fee paid for the pickup.

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10. Refusal of Service

Refund Runner reserves the right to refuse service for:

• Undisclosed oversized items, hazardous, restricted, or improperly packaged items.

• Situations deemed unsafe for drivers including loose pets, construction, inaccessible walkways, etc. 

• Inaccessibility due to incorrect gate codes, locked gates/doors, broken callboxes, etc.

• Items left in any area other than the specified or designated area noted in the booking form.

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11. Third Party Disclaimer

Refund Runner is an independent, third-party courier service. We are not affiliated with, endorsed by, or sponsored by Amazon, UPS, FedEx, USPS, or any other retailer, carrier, or shipping provider.

Our runners act solely on behalf of the client to transport items from the client’s location to the designated return or drop-off location provided by the client. Refund Runner does not issue refunds, process returns internally, or guarantee acceptance of returns by any retailer or carrier.

All return eligibility, refund timelines, and approval decisions are determined exclusively by the retailer or shipping provider. By booking our services, the client acknowledges that Refund Runner’s role is limited to courier and delivery services only.​